Nâng cao chất lượng cho vay doanh nghiệp vừa và nhỏ trong thời gian qua ppt

Nghien curu Research NANG CAO CHAT LUONG CHO VAY DOANH NGHIEP VUA VA NHO TRONG THOI GIAN QUA: Thuc tien Vietinbank Hai Duong Th.S.DAOTHILANANH Truong Gao dSng Kinh \& Ky thu$t Hai Duong ^ «S^5Ba*„. Viettn ••f%^ •• y T hj trudng tai chinh thudng phan biet 3 loai lai suat: (i) lai sudt chinh sdch, la lai sudt ma cac Ngan hang Trung uong cd the kiem soat dupc tryc tiep, vi du nhu Fed fund rate d My hay lai sudt CO ban d Viet Nam; (ii) lai sudt lien ngan hang, la lai sudt cac ngan hang thuang mai (NHTM) cho vay ldn nhau, vi du LIBOR, TIBOR, VIBOR, (iii) lai sudt thuang mai, la lai sudt cdc NHTM vay hoac cho vay cdc ddi tupng khdng phai la ngan hang trong nen kinh te, vi du lai sudt huy ddng, lai suat cho vay. Ve CO bdn 3 loai lai suat nay cd lien he mat thiet vdi nhau va tuan thii theo nguyen tdc: (i) < (ii) < (iii). Trong dd, lai suat cho vay lai phai tuan thii theo bat phuang trinh: LI < L2 < L3 < L4 (vdi LI la mile lam phat, L2 la lai suat huy ddng, L3 la lai suat cho vay, L4 la ty suat Ipi nhuan binh quan xa hdi trong cung ky han lai suat. Trong mot vai thdi diem, mdi quan he tren cd the bj pha vd tam thdi, nhung neu nd bi pha vd trong 1 thdi gian dai thi dd la da'u hieu khdng tdt cho he thdng ngan hang va chdc chdn ddng vd'n dang khdng dupc luu thdng mdt each ty do va hieu qua. Tac dong cua lai suat cho vay cua NHTM ilol viri hoat dong cua cac DNWN Trong quan he tin dung giiia DN va Ngan hang, lai sudt cho vay phan anh gia ca ciia ddng vd'n ma ngudi sii dyng vd'n Id cdc DN phai tra cho ngudi cho vay la cac NHTM. Ddi vdi cac DN, lai suat cho vay hinh thanh nen chi phi vdn va la chi phi ddu vao ciia qua trinh SXKD. Do dd, mpi sy bien ddng ve lai suat cho vay tren thi trudng ciing deu anh hudng tryc tiep de'n hieu qua SXKD hay ndi each khdc la tac ddng tryc tiep de'n Ipi nhuan ciia DN va qua dd dieu chinh cac hanh vi ciia hp cdc hoat ddng kinh te. Khi lai sudt cho vay ciia NHTM tang se day chi phi ddu vao va gia thanh san pham tang len, lam suy giam Ipi nhuan ciing nhu kha nang canh tranh ciia DN, gay ra tinh trang thua Id, pha san trong hoat ddng SXKD. Xu hudng tang lai suat Ngan hang se ludn di lien vdi xu hudng cdt giam, thu hep quy md va pham vi ciia cdc hoat ddng SXKD trong nen kinh te. Ngupc lai, khi lai suat Ngan hang giam se tao dieu kien cho DN giam chi phi, ha gid thanh, nang cao hieu qua kinh doanh va kha nang canh tranh. Lai suat cho vay thdp ludn la ddng lyc khuyen khich cdc DN md rdng ddu tu, phdt trien cac hoat ddng SXKD va qua dd kich thich tang trudng trong toan bd nen kinh te. O nudc ta, do dilu kien thj trudng tai chinh chua phat trien. KINHTE CHAU A-THAI BJNH DUONG 56 309(8/2010) TO'NGHCIP-PHANTlCH-DirBAO cac kenh huy ddng vd'n ddi vdi DN cdn rat han che nen ngudn vd'n tii cac Ngan hang ludn ddng mdt vai trd het siic quan trpng, do dd, lai suat cho vay cua cac NHTM ludn cd tac ddng rat ldn de'n hoat ddng cua cac DN. Trong nam 2008, dudi siic ep cila tinh trang lam phat tang cao va tac ddng tii cac giai phap chdng lam phat ciia Chinh phu, mat bang lai suat cho vay ciia cac NHTM tren thj trudng da cd nhiing bien ddng bat thudng va gay ra nhieu xao trdn trong nen kinh te, trong dd khu vyc DN la noi chiu nhieu anh hudng nhat. Cd le mai sau nay ngudi ta khdng the quen dupc canh tupng "ddng ngudi" xep hang de nit tien tii noi lai suat thap sang noi lai suat cao vi lai suat tien giii dupc day len lien tuc, cao nhdt la 19-20%/nam. Theo dd lai suat cho vay dupc day len diing bdng lai suat tdi da, 21%/nam. Nhiing tac ddng tieu cyc ciia lai suat de'n eac DN trong nam viia qua cd the khai qudt lai nhu sau: - Do lai suat cho vay tang cao, hieu qua SXKD ciia hdu het cdc DN da bi gidm siit, nhieu DN bi thua Id, kha nang tra np bi suy giam. - Lai suat vay cao, cilng vdi ngudn cung tin dyng bj han che da ddn de'n tinh trang hdu het cdc DN budc phai CO cau lai hoat ddng SXKD, cdt giam viec ddu tu, thu hep quy md va pham vi hoat ddng. - Nhieu DN cd quy md nhd, vd'n it, khdng chiu dyng dupc miic lai suat cap, khdng cd kha nang huy ddng vd'n de duy tri hoat ddng SXKD da phai ngiing hoat dpng, giai the va pha san. Budc sang nam 2009, bdng nhieu giai P^aP cua Chinh phu va Ngan hang Nha nudc Viet Nam, m'at bang lai suat da lien tuc dupc dieu chinh giam, ngudn cung tin dung dupc ndi Idng, ciing vdi chinh sach kich cdu thdng qua hd trp lai suat vay vd'n phuc vu SXKD cho cac DN, hoat ddng SXKD cua cac DN trong nen kinh te da cd dau hieu phuc hdi trd lai, nhu cdu vay vdn ciia DN Cling nhu sd tien giai ngan cho nen kinh te ciia cac NHTM da tang trd lai. Dieu dd cho thay cac tac ddng tich cyc ciia lai suat trong bdi canh ca nudc dang tap trung thyc hien cac giai phap kich cdu, chdng suy giam kinh te, ddi phd vdi cudc khiing hoang tai chinh va suy thoai kinh te toan cdu dang dien ra lan rdng. Glal phap xir ly van de lai suat Tren co sd phan tich, danh gia nhiing tdc ddng cila lai suat cho vay ddi vdi hoat ddng ciia DN, tii dd cd cdc gidi phap tdi uu nhdm khai thac cac tdc ddng tich cyc vd han che cdc tdc ddng tieu cyc ciia lai sudt nhdm dat dupc cdc muc tieu trong hoat ddng kinh doanh cilng nhiing hoat ddng dieu tiet nen kinh te ludn Id yeu cdu dat ra dd'i vdi ca cac NHTM, cac DN vd cdc ca quan qudn ly vI md, Diing tren giac dd ciia mdi ben, cac djnh hudng va gidi phdp cu the khi xii ly van de lai suat cdn phai thyc hien nhu sau: Dd'i vdi cae NHTM Ngudn thu ve lai suat cho vay la ngudn thu nhap nudi sdng hoat ddng ciia Ngan hang va theo ban nang, Ngan hang nao ciing mudn cho vay lai suat cao. Tuy nhien, xet ve ban chat kinh te thi lai sudt tien vay cd lai ngudn gdc tii Ipi nhuan hoat dpng cila DN, do dd, cac NHTM chi cd the "sdng" dupe khi hoat ddng SXKD ciia DN cd hieu qua va phat trien. Vi vay, khi thuc hien chinh sach lai suat, cac NHTM nen: - Phan tich va danh gid chinh xdc miic sinh Idi ciia DN de tii dd xac djnh lai sudt cho vay hop ly, dam bdo ddi ben ciing cd Ipi. - Nang cao kha nang dy bao va thuc hien tdt vai trd tu van ve lai suat cho vay dd'i vdi khdch hang de giiip DN phdng ngiia va han che nil ro cho chinh minh va cho ca Ngan hang. - Cung cap cdc san pham phdi sinh lam cdng cu phdng ngiia nil ro lai sudt cho cdc DN, - Thyc hien thudng xuyen va kip thdi cac chinh sach uu dai, chia se khd khan ve lai sudt vdi cdc khach hang gap khd khan trong kha nang ciia minh, qua dd hd trp khach hang phdt trien ben viing va gdn bd vdi Ngan hang. - Phat huy vai trd cila Hiep hdi Ngan hang trong viec thyc hien chinh sach lai suat dn dinh, ddng nha't, de viia dam bao Ipi ich kinh doanh ciia Ngan hang viia tranh nhiing xao trdn ve mat bdng lai sudt gay anh hudng de'n nen kinh te. Ddi vdi cac DN Lai sudt tien vay la chi phi ddu vao nen de dam bao hoat ddng kinh doanh cd lai va phat trien ben viing, DN cdn phai: - Tinh toan va dy bdo that ddy dii, chi'nh xac ve chi phi lai vay khi xem xet, danh gia hieu qua va quye't dinh thyc hien ddi vdi cdc phuang an/dy an SXKD. - Tich cyc va chii ddng thyc hien cac cdng cu phdng ngiia nii ro ve lai suat thdng qua viec khai thac, sii dung cac san pham phai sinh de bao hiem cac rili ro do bien g^ 309 (8/2010) KINH 7t CHAU A - THAI BlNH DUONG _ES Nghien curu Research ddng lai suat tren thj trudng. - Trich lap day dii cac quy dy phdng ve tdi chinh trong hoat ddng SXKD nhdm tao ngudn lyc dy phdng, giiip cho DN diing viing trong cdc cii sdc ve lai sudt. - Sii dung than trpng va linh hoat cdng cy ddn bay tai chinh trong hoat ddng kinh doanh nhdm dat dupc muc tieu gia tang Ipi nhuan trong dieu kien lai sudt thap, ddng thdi han che nii ro thua Id khi lai suat bien ddng ngoai dy doan. - Thudng xuyen tang cudng nang lyc ty chii ve tai chinh, da dang hda cac kenh huy ddng vd'n, tranh viec phy thudc qua Idn vao ngudn vdn vay Ngan hang. Mot SO van de ve lai suat ngan hang trong vai nam gan day Lai suat huy dpng: Lien tuc tang Vdi miic lai suat huy ddng dupc dua tii tren dudi 8%, rdi len 12%, 15% va nhdm han che tien ra luu thdng da gdp phdn vao viec chan diing lam phat tii niia cudi ciia nam 2008. Tdc dd tang gia tieu dung da cham lai tii thang 6 (neu thdng 5 cdn tang 3,91%, thi thang 6 tang 2,14%, thang 7 tang 1,13%, thdng 8 tang 1,56%, va thang 9 chi cdn tang 0,18%) rdi giam lien tiep trong 3 thang cudi nam (thang 10 gidm 0,19%, thdng II giam 0,76%, thang 12 giam 0,68%). vao giua thdng 9/2008, khi tdc dp tang gia tieu dung giam xudng Cling la liic cudc khiing hoang tdi chinh va suy thodi kinh te todn cdu biing phdt, Chinh phii da chuyen hudng muc tieu uu tien tii kiem che lam phdt sang ngan chan suy giam kinh te. Chinh sach tien te da chuyen tii thdt chat sang ndi Idng, vdi hang loat cac ddng thai, trong dd cd viec ha nhanh, ha lien tuc lai suat CO ban, khien lai suat cho vay ciia cac NHTM cilng giam theo, ddng thdi keo lai suat huy ddng giam xudng tuong ling. Tii dau thang 9/2008, cdc NHTM dieu chinh giam ddn lai suat huy ddng vd'n vdi miic giam til 1- 2%/nam trong mdi thang, va de'n cudi nam 2008 giam cdn 8- 10%/nam, tuong duang vdi lai sudt thdng 12/2007, thdi diem trudc khi thyc hien chinh sdch tien te that chat. Ly giai sy tang len nay, cac chuyen gia da dua ra nhiing nguyen nhan, tii ca hai phia ddu vao va ddu ra. O day chii ye'u ndi ve ddu vao. d dau vao, cd mdt so ye'u to tao siic ep tang lai suat huy ddng. Mdt lupng tien kha Idn dupc giii vdi lai suat khd cao trong nam trudc, nay de'n ky dao han. Hien nay, lai suat huy ddng da giam manh, mac dii vdn cdn thyc duong (tiic Id cao hon tdc dd tang gia tieu dung), nhung neu khdng dupc tang len, thi chdng nhiing khdng hiit them dupc lupng tien mdi ma cdn khdng giii dupc lupng tien cil de'n ky dao han. Trong khi dd, thdi diem nay dang xuat hien mdt so yeu to tac ddng khac can trd viec thu hiit tien gui tiet kiem. Cu the: gid vang lien tyc tang cao; thi trudng chiing khoan bien ddng ngoai dy doan; gia tieu diing tang cao len va cd dy bao ve nguy co tai lam phdt trong tuong lai gan. Vi the, neu khdng tang lai sudt huy ddng thi se anh hudng khdng tdt de'n tinh thanh khoan cila cac NHTM trong tuong lai gdn. Lai suat cho vay: Dupc Ipi nho nhiing gdi kieh edu Lai suat cho vay da tang nhanh d miic rat cao tii cudi nam 2007 de'n cudi nam 2008 sau mdi Idn tang LSCB de kiem che lam phat. Dinh cao nhat theo quy djnh (khi LSCB d miic 14%/nam) se d miic tran 21%/nam, nhung mdt sd NHTM da "lach" bdng cac phu phi, nen thyc te lai suat cd the d miic cao han, tham chi cd the len de'n 23- 24%. Khi LSCB giam thi lai suat cho vay cung giam theo. Va khi LSCB giam xudng cdn 7%/nam thi lai suat cho vay cao nhat chi cdn 10,5%/nam. Tuy chi cdn bdng mpi niia miic cao nhat trudc day, nhung van la cao so vdi kha nang sinh Idi cila doanh nghiep. De ngan chan suy giam kinh te trudc tac ddng tieu cyc ciia cudc khiing hodng tai chinh va suy thoai kinh te toan cau, trong dieu kien ngudn lyc cdn han che, Chinh phii da lya chpn each lam rieng cd ciia Viet Nam, dd la bii lai suat. Gdi kich cdu thii nha't vdi quy md 01 ty USD, tuong duang vdi 17 nghin ty ddng, hd trp lai suat chp vay vd'n luu ddng, trong thdi gian 08 thang. Gdi kich cdu nay trien khai thuc hien ngay tii thang Hai. Vdi lupng vd'n khdng ldn, nhung da cd tac ddng kep. Tdc ddng thii nhat la giam dupc lai suat vay vd'n ciia doanh nghiep xudng thdp de gidm chi phi vay vd'n, gdp phdn gidm dupc gid thdnh, gid bdn, tang tieu thy ca trong va ngoai nudc. Tdc ddng thii hai Id giiip keo mdt lupng vd'n tin dyng gdp 25 ldn tii NHTM, gdp phdn cung cap cho doanh nghiep dang ddi vd'n, giiip gidm khd khan cho doanh nghiep. De'n nay, mdt lupng vd'n tin dung len tdi tren 330 nghin ty ddng da dupc di vao san xuat kinh doanh. Ciing thdng qua gdi kich cdu nay, cdc NHTM da day manh hoat ddng cho vay nen kinh te, giii va tang dupc lai suat huy ddng lupng tien trong dan cu, nhd lai sudt tiet kiem van bao dam dupc thuc duong. KINH T^ CHAU A - THAI BlNH DUONG So 309 (8/2010) Tfi'NGHIJT'-PHANTlCH-DpAO Gdi kich cdu thii hai dupc dua ra cung la cap bii lai suat, nhung la cap bil lai suat cho vay trung va dai han de ddu tu xay dyng, mua sdm thiet bj san xuat kinh doanh. Gdi kich cdu nay cung cd tac ddng kep. Mdt mat giiip cho doanh nghiep cd dupc lupng vd'n Idn, vdi lai suat tha'p de dau tu trung, dai han. Mat khac, sd vd'n nay dupc dung de ddi mdi ky thuat- cdng nghe, viia tranh thii dupc gia ca nguyen vat lieu, ky thuat- cdng nghe dang thap, viia nang cao hieu qua va siic canh tranh, ddn ddu khi kinh te phuc hdi. Thvc trang tai Vietinbank Hal Dirong Tii ddu nam de'n nay, Ngan hang TMCP Cdng thuong (Vietinbank Viet Nam) chi nhanh Hai Duong da tap trung ra soat cac khoan np vay, cd bien phap xii ly kip thdi ddi vdi nhiing trudng hpp npxdu, np qua han. Kiem soat chat che, hpp ly ca cau tin dung. Tap trung khai thdc ngudn vdn. Thyc hien chii truong da dang hda hoat ddng kinh doanh, ngoai cdc san pham truyen thdng, thdi gian qua, Vietinbank Hai Duong da md rdng cac hoat ddng nghiep vu bao lanh, chi tra kieu hdi, mua, ban ngoai te, thanh todn qud'c te 7 thdng ddu nam nay, chi nhanh da thyc hien chi tra hon 2.600 mdn kieu hdi, doanh sd mua ngoai te dat gan 9 trieu USD, doanh sd phat hanh bap lanh dat gdn 2 trieu USD Dich vy the ATM Cling dupc Vietinbank Hai Duong dac biet chii trpng, de'n nay da phat hanh dupc gdn 7.000 the cac loai vdi sd du tai khoan len tdi hon chuc ty ddng. Den het thang 7 - 2010, tdng ngudn vd'n huy ddng ciia toan chi nhanh dat hon 1.600 ty ddng. Tdng du np cho vay dat 1.210 ty ddng, chii yeu cho vay ngdn han. Don vj da ky ket tai trp vd'n cho mdt sd dy an Idn ciia cac doanh nghiep: Cdng ty TNHH mdt thanh vien Kinh doanh nudc sach Hai Duong, Cdng ty Xi-mang Hoang Thach, Cdng ty TNHH San xua't vat lieu xay dyng Thanh Cdng, Cdng ty CP Xay Idp 1 Hai Duong Vietinbank Hai Duong cdn dang trien khai Chuang trinh cho vay ndng nghiep, ndng thdn va Chuang trinh cho vay doanh nghiep xua't khau vdi nhiing chinh sach uu dai lai suat hap ddn va cac djch vu phu trp nhieu tien ich. Muc tieu ciia chuang trinh nay la thiic ddy sy phat trien kinh te khu vuc ndng nghiep, ndng thdn; hd tro cac doanh nghiep xudt khau ve nhu cdu sii dung vd'n de tang cudng hoat ddng xudt khau vao cac thi trudng truyen thdng va khai thac cac th| trudng tiem nang. cac doanh nghiep che bien cac san pham tii ndng nghiep, doanh nghiep kinh doanh trong cac linh vyc cdng nghiep, thuong mai, cung ling djch vu phi ndng nghiep chi can cd co sd san xuat, kinh doanh tren dja ban ndng thdn vd muc dich vay vd'n de phuc vu cho hoat ddng ciia cac co sd nay cilng thudc ddi tupng dupc hudng uu dai ciia chuong trinh. Ngoai chinh sach uu dai ve lai suat, Vietinbank Hai Duong cdn tao dieu kien tdt nhat de khach hang tiep can vd'n vay va cac djch vu ngan hdng hien dai vdi thii tuc vay vd'n dan gian, thuan tien. Ben canh dd, Chuang trinh cho vay xudt khdu vdi nhieu chinh sdch uu dai, lai sudt hap ddn cho doanh nghiep dang dupe thyc hien vdi lai sudt cho vay theo Chuang trinh nay thdp hon 1,5%/nam so vdi lai suat cho vay thdng thudng ciia S6 309 (8/2010) KINHTE CHAU A -THAI BlNH DUONG Nghien curu Research Vietinbank dang dp dung cho khach hdng. Ben canh dd, chuang trinh cdn cd cac chinh sach ho trp khdc ve sdn phdm, ve cung cap djch vy trpn gdi va tu van; don gian hod cac thii tyc vay vd'n Mdt trong nhiing the manh ciia Vietinbank Hai Duong la dinh hudng cho vay khach hang la doanh nghiep viia va nhd, hd san xuat, tap trung vao nhiing khu vyc kinh te nang ddng va cd tiem nang, tranh tap trung vao mdt sd khdch hang Idn nhdm dam bao phan tan nil ro. Tiep can cho vay nhiing nganh kinh te cd tiem nang phat trien nhdm chuyen ddn du np d nganh cd dp nil ro cao sang cac nganh phat trien dn djnh va an toan han theo dinh hudng phat trien cdng nghiep hod, hien dai hoa ciia tinh Hai Duong. Thdi gian tdi, Vietinbank Hai Duong tiep tuc nang cao chat lupng dich vy. Day manh cdng tdc huy ddng vd'n, tap trung ngudn vd'n cho cac doanh nghiep viia va nhd. Day manh dich vy cham sdc khach hang va quan tam phat trien khach hang. Phat trien cdc san pham dich vu mdi, dua nhieu tien ich mdi vdo san pham the nhdm dap ling nhu cau ngay cang cao ciia khach hang Mot so giai phap nang cao chat lirpg cho vay doi vm DNWN De nang cao chat lupng cho vay doanh nghiep viia va nhd ciia cdc ngan hang thuong mai ndi chung va Vietinbank Hai Duong ndi rieng, chiing tdi cd mdt so de xuat nhu sau: - Khdng ngiing nang cao chdt lupng ngudn nhan lyc va cd chien lupc phdt trien ngudn nhan lyc cha't lupng cao. Bdi \'i, theo nguyen ly con ngudi la ye'u td quye't djnh. De dam bao chat lupng djch vy trudc het phai cd va nang cao chat lupng ngudi cung cap djch vy. Can quan niem hoat ddng trong linh vyc kinh doanh tien te Id cung cap dich vu tai chinh - tien te de hinh thanh tdc phong va thai dp phyc vu khach hang tich cyc d cdc nhan vien ciia minh. Nang cao chat lupng cdng tac tham djnh tin dung: Doanh nghiep viia va nhd hien nay thudng cd hai he thdng ke toan rieng biet, mdt la de bao cao thue va mdt la tinh hinh kinh doanh thyc te ciia doanh nghiep. Bao cao tai chinh de khai thue thudng cd ket qua tha'p hon so vdi tinh hinh thyc te hoac de Id. Khi di vay ngan hang thi doanh nghiep thudng dua ra bao cao tai chinh dupc lap theo bao cao thue (vi sp bj truy thu thue), ma can cii vao nhiing bao cao nay thi doanh nghiep se khdng dii dieu kien dupc vay. Chinh vi vay, ngan hang cdn cd hudng ddn doanh nghiep lap bao cao tai chinh sat vdi tinh hinh kinh doanh thyc te de ngan hang dya vao dd ma tham dinh. - Chii ddng, thudng xuyen tiep can vdi doanh nghiep de nam bdt thdng tin ve hoat ddng ddu tu, san xudt, kinh doanh, nhu cdu vd'n tin dung va giai thich, hudng ddn cu the nhiing quy dinh ciia co che tin dung ma doanh nghiep chua rd; tien hanh danh gia, riit kinh nghiem viec cho vay vd'n dd'i vdi doanh nghiep d cac chi nhanh dia phuang da cho vay. Tren co sd dd, cdc td chiic tin dyng can ddi kha nang ciia minh de md rdng quy md vd'n tin dung va da dang hod cac hinh thiic Cap tin dung ddi vdi doanh nghiep (cho vay, bao lanh, Cho thue tdi chinh, chiet khau ). - Hien dai hda cdng nghe ngan hang. Trinh dp cdng nghe cung vdi con ngudi sii dung cdng nghe dd ddng vai trd quye't djnh chat lupng phuc vu khdch hang. Cdng nghe dem lai nhiing budc tien nhanh va kha nang dap ling vupt trdi sy ky vpng ciia khach hang. - Thudng xuyen trao ddi thdng tin vdi khach hang dudi nhieu hinh thiic, dupc thyc hien song song hoac Idng ghep vdi nhau nhu hdi nghi khach hdng; cdc chuang trinh quang cdo, khuyech truang san phdm, djch vy; td chiic cdc cudc tham dd, dieu tra nhu cdu ciia khach hang; thiet lap dudng day ndng Thdng qua dd, ngan hang truyen tai de'n khach hang thdng tin ve sdn pham, dich vu, xii ly cdc yeu cdu ciia khach hang va thu thap cdc y kie'n phan hdi cilng nhu khieu nai ciia khach hang lien quan de'n cac mat hoat ddng ngan hang. Ngan hang cilng cdn thiet luu tni dii lieu thdng tin tap trung ve khach hang de thuan tien phuc vu hoat ddng trao ddi vdi khach hang. Giai quye't khieu nai cila khach hang vi day la tin hieu de ngan hang khdng ngiing cai thien chat lupng djch vu. Cac nghien ciiu cho tha'y khach hang thudng khie'u nai ve mdt so Idi nhat djnh. Neu nhiing loi nay sdm dupc phdt hien, ghi nhan, tii dd siia ddi kip thdi thi so vu khieu nai gidm, ddng nghia vdi dd la miic dp hdi Idng vd niem tin ciia khach hang dupc nang cao. Gidi quyet tdt khie'u nai ciia khach hdng vdn dem lai co hdi cho ngan hang giii chan khach hang. Ddng thdi han che dupc sy Ian truyen thdng tin do khach hang khdng dupc ngan hang giai quye't khie'u nai dem sy khdng hai Idng ciia minh ndi vdi nhiing ngudi khac. KINHTE CHAUA-THAI BINH DUONG So 309 (8/2010) . Nghien curu Research NANG CAO CHAT LUONG CHO VAY DOANH NGHIEP VUA VA NHO TRONG THOI GIAN QUA: Thuc tien Vietinbank Hai Duong Th.S.DAOTHILANANH. ciia khach hang Mot so giai phap nang cao chat lirpg cho vay doi vm DNWN De nang cao chat lupng cho vay doanh nghiep viia va nhd ciia cdc ngan